Insight

The Temporary division at Contact Centre Partners were approached by a long-standing retail client based in London on a Monday lunch time as they were in a desperate situation and needed urgent help and support.

Our Director Mark Conway was approached about a confidential piece of recruitment for a client going through a huge period of growth. They were looking to bring in a new Contact Centre Leader to take over their Midlands-based operation and support the business with its huge growth plans.

In the rapidly evolving landscape of customer experience, the debate over the use of AI chatbots versus human support continues to intrigue and challenge customer experience leaders.

It is safe to say that contact centres have noticeably changed in a relatively brief period, and it is for the better. Contact centres are undergoing a fundamental metamorphosis that has improved how they operate and strengthened their interactions with customers. More meaningful developments are likely on the horizon.

Having yesterday announced that it will be closing a key customer helpline for six months of the year, HMRC has backtracked almost immediately – stating that it is “halting its plans in response to the feedback.”

Artificial Intelligence (AI), has the power to ensure that your company is providing the best customer service that it can. Here is a 3-step guide on how to use AI effectively in order to revolutionise your company’s contact centre. It has been proven that when used effectively, tools such as Chatbots and Agent Assistants have the power to boost agent productivity and increase customer satisfaction. According to research conducted by Microsoft, over half of business leaders (51%) in the UK say that their organisation does not have any form of AI strategy in place (Microsoft 2018*). Moreover, Gartner has warned that any customer-facing brand that has not already implemented a AI platform into their organisation “runs the risk of  being left behind by the competition” (Gartner 2019*).